Become an Amazing Call Centre Team Leader who CONSISTENTLY reaches their team goals every month!
$1,197 AUD per person
New course for 2022!
The Becoming An Amazing Call Centre Team Leader course provides everything existing Team Leaders (or those that want to become one) need to Level Up their skill set with all the training, tools and resources needed to effectively lead teams that consistently hit their targets and KPIs.
This course will help you get the skills and resources bosses are looking for in their Team Leaders to turn underperforming team members into top achievers fast!
Ask yourself this:
- Were you placed/promoted into a Team Leader role and never provided with the skills you need to succeed?
- Are you stressed because your Team DOESN’T regularly achieve its Targets and KPIs?
- Are you worried about losing your job because you weren’t given the initial training and aren’t getting the ongoing support you need?
- Wish you had the practical skills and resources needed (that bosses are looking for) to be an amazing Team Leader whose team hits its goals and KPIs every month?
If you’ve answered yes to one or more of these questions this course is for you!
Designed for Team Leaders who want to sharpen their skills to Level Up or people who want to step up to become a Team Leader, this Becoming An Amazing Call Centre Team Leader course will equip you with the skills and tools you need to effectively manage teams to regularly reach (or even exceed) monthly targets.
With these new skills and tools, you’ll be able to easily turn underperformers into top achievers fast!
Delivered over two weeks with 2 x 2-hour workshops each week (so a total of 4 workshops and 8 hours of live training), the workshops and easy-to-customise tools and resources show you how to become an amazing Team Leader who coaches, nurtures and leads winning teams that regularly hit their targets and KPIs.
This Becoming an Amazing Call Centre Team Leader includes the following 8 modules:
Who should do this course?
This Becoming An Amazing Call Centre Team Leader course with its 14 easy-to-customise tools, resources and templates provides the perfect platform for existing Team Leaders (or people who want to be one) that want to protect their job or increase their chances for promotion.
The opportunity to acquire the practical skills and resources bosses are looking for in their Team Leaders is extremely valuable and will change the performance of your team by finally equipping you with the skills and tools needed to effectively turn underperformers into high achievers fast!
It is especially suited for:
- New Team Leaders who want to hit the ground running.
- Long term Team Leaders ready for a reset or to gain some additional skills to take their team to the next level.
- People who want to clearly understand their role and get the practical skills and resources needed to lead their team to CONSISTENTLY achieve (or even exceed) its monthly targets.
8 Hours of Live, Facilitated Learning delivered via 4 x 2-Hour sessions:
We have built this Becoming An Amazing Call Centre Team Leader training course to enable participants with the time to learn and apply their new-found skills in-between sessions, so the program is delivered over 2 weeks with a 2-hour workshop each Wednesday and Friday afternoon.
Each 2-hour workshop includes time to learn the skills and resources and all workshops are delivered live by Australia’s leading Team Leader Coach and Mentor, Marc Carriere.
MODULE 1: Preparing Your Framework for Success
Lessons and resources that bring clarity and a deep understanding of your purpose and the reasons why you and your team members want to achieve continued and sustained success.
MODULE 2: Amazing Team Leaders Traits
Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders to help you indentify the soft skills you need to work on to more clearly understand your role and responsibilities.
MODULE 3: Effective Time Management
Lessons and tools that provide the structure and accountability to ensure you are spending the time needed each day to effectively manage and lead your team – especially underperformers!
MODULE 4: Coachable Call Structures
Lessons and tools for creating easy to follow Call Structures (with the right steps and proper sequence) to follow that are easy for Team Leaders to coach team members on to increase their success.
MODULE 5: Call Monitoring and Scoring
Easily and effectively monitor and score team members’ calls with an easy-to-customize Scoring Tool that identifies areas to praise and deficiencies that need to be corrected with further individual training.
MODULE 6: Providing Effective Feedback
Lessons and resources for effectively providing corrective and nurturing feedback that identify positive aspects of calls to praise and deficiencies Team Leaders can work on with team members.
MODULE 7: Skills Audits
Lessons and Templates for conducting Team Member Skills Audits to identify those areas Team Leaders need to focus on to get the most out of their team.
MODULE 8: Coaching Plans
Lessons and templates for developing Team Member Coaching Plans outlining coaching roadmaps for areas of improvement, who delivers coaching and when it’s delivered.
BONUS CONTENT
In addition to the 8 hours of live facilitated training sessions for the modules above, by purchasing this course you also receive these incredible benefits:
6 MONTHS UNLIMITED ACCESS TO THE BECOMING AN AMAZING CALL CENTRE TEAM LEADERS ONLINE COURSE – ($997 USD Value)
Unlimited access to all the Modules, Lessons and Resources for becoming an amazing Team Leader for 6 months that allows you to review all the sessions we’ll conduct together to reference whenever you want to review any aspect of the program.
14 RESOURCES, TOOLS AND TEMPLATES ($1,419 USD Value)
Easily customized Resources, Tools and Templates for Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs including the 7 Pillars For Becoming An Amazing Team Leader Workbook.
15 BONUS MICRO TRAININGS ($975 USD Value)
Bonus Micro Training videos covering topics such as: 3 Traits You Must Find When Hiring Team Leaders, 15 Essential Habits of Amazing Team Leaders, How Managers and Team Leaders Can Improve Feedback Practices AND MANY MORE!
What you’ll learn
By completing the Becoming An Amazing Call Centre Team Leader training course you will learn practical, proven and easy-to-implement skills (developed in the trenches – Not Theory or PowerPoint ‘Fluff’) and get 14 easy-to-use and customise Resources and Tools to help you become a truly amazing Team Leader with:
- a very clear understanding of your role and the practical skills (and confidence) needed to lead teams to consistently achieve Targets and KPIs
- the practical skills needed to lead their teams to consistently achieve their Targets and KPIs, and
- the ability reduce the time it takes team members to become more productive to lower costs and increase profitability
You’ll Impress your managers with the new skills and resources you’ve acquired that reduce the time it takes you to make your team members more productive.
After completing this course, you’ll finally be able to say Goodbye to the stress and frustration of missing team’s goals and targets, keep your job safe and increase your chances for promotion!
Built for Online
While this Becoming an Amazing Call Centre Team Leader training course has traditionally been delivered on-site/in-person, with the arrival of COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing for all our public courses.
Spaced out over two weeks, the 4 x 2-hour sessions are held on Wednesdays and Fridays each week to allow you plenty of time to attend to normal duties while developing your newfound leadership superpowers.
If you’d rather have the course delivered in-person on your premises or would like more flexibility with the dates and times please refer to our private training options >
About Your Coach and Mentor
Starting in his early 20s as a direct salesperson Marc began specializing in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized as a direct marketing and call centre expert.
Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.
With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.
Customer Testimonials for Marc Carriere
Marc Carriere is a Call Centre Team Leader specialist with a selection of customer testimonials listed below.
Finally hitting our numbers!
Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.
Results are what counts!
Marc’s training is a mix of “foundation” and cutting edge modules allowing any company’s training to be the very best in its field. It’s easy to understand and has a proven track record with actual results. Results are what counts, nothing else.
Private and Public Options
This Becoming an Amazing Call Centre Call Centre Team Leader course is available publicly (with others) or privately (just for your business) with the differences outlined below.
Public Courses
The Becoming An Amazing Team Leader course is delivered as 4 sessions across two weeks (2 x -2 hour sessions each week so a total of 8 hours of live training) via ZOOM and is open to the general public. This is perfect for small numbers of Team Leaders attending with the added benefit of meeting, learning and sharing with other Team Leaders in the industry (also a great way to help build your network).
The times and dates are fixed to enable you to plan ahead around your schedule – If you would like to have more flexibility on the dates, times and content refer to our private options.
Private Courses
Whilst the public courses can be a great way to interact with other team leaders and is perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your leadership team to take them all on the journey together.
Our private courses also enable you to choose the dates, times and duration of the workshops to suit your business.
We can also incorporate specific examples, case studies within your business where applicable.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
Pricing and Payment Options
The Becoming An Amazing Call Centre Team Leader training course facilitated live by Marc Carriere is just $1,197 plus GST for 8 hours of facilitated learning delivered over 4 x 2-hour modules.
Payment can be made by credit card or you can request an invoice – just select your preferred option on checkout.
The rate includes:
- 4 x 2 hour live facilitated sessions by Marc Carriere.
- 6 Months access to the ‘Becoming An Amazing Team Leader online course ($997 USD Value)
- 14 Resources, Tools and Templates you can download ($1,419 USD Value)
- 15 Bonus Micro Training videos ($975 USD Value)
Save 15% if you purchase 2 or more tickets in the same transaction.
Purchase a ticket to the Create Amazing Call Centre Team Leaders training course
Click on the available dates below to learn more about the exact dates/times and purchase a ticket.
March 2022 BECOME an Amazing Call Centre Team Leader
Gain Team Leader superpowers in this March 2022 BECOME an Amazing Call Centre Team Leader training course (4 x 2-hour live sessions).